EY
ServiceNow - IT Operations Management (ITOM) Manager - Tech Consulting - Open Lo
EY, Jacksonville, Florida, United States, 32290
ServiceNow - IT Operations Management (ITOM) Manager – Tech Consulting – Open Location
Location: Anywhere in Country
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.
Opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, and to build relationships that will define your career.
In this role, you will be responsible for identifying and defining user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets. You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements.
Key Responsibilities
Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
Provide direction and feedback to team members, ensuring successful task completion.
Skills and Attributes for Success
Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including design, configuration/development, testing, and deployment phases.
Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
Build and foster client relationships and demonstrate the value of EY services.
Exercise excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
Provide guidance and industry‑leading practice expertise for ServiceNow ITOM/CMDB process implementations, including how specific business objectives can be met through process and technology transformation.
Analyze a company’s people, process, and technology capabilities; provide leading‑practice recommendations and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter experts.
Have experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
Qualifications
A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a related discipline.
Typically, no less than 4–6 years of relevant ServiceNow ITOM/CMDB project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of two of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – Data Foundations
ServiceNow Certified Implementation Specialist – Discovery
ServiceNow Certified Implementation Specialist – Event Management
ServiceNow Certified Implementation Specialist – Service Mapping
5+ years of Big 4 or equivalent consulting experience.
Excellent soft skills – executive communication (written/verbal), adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
Experience leading teams and supervising others.
A valid driver’s license in the U.S.
Ability to travel to meet client needs.
Ideally
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
ServiceNow Certified Implementation Specialist – ITSM, HAM, or SAM.
Experience with performance analytics and reporting; certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.
What We Offer You
We offer a comprehensive compensation and benefits package, based on performance. Base salary ranges for the U.S. vary by location (e.g., $142,600–$261,500 nationwide; $171,200–$297,200 for New York, Washington, and California excluding Sacramento).
Flexible benefits including medical, dental, pension, 401(k), and a wide range of paid time‑off options.
Hybrid work model: most external client‑serving roles work in person 40–60% of the time.
Under our flexible vacation policy, you decide how much vacation time you need, with additional paid holidays, winter/summer breaks, personal/family care, and other leaves of absence.
Are You Ready to Shape Your Future with Confidence? Apply today. EY accepts applications for this position on an ongoing basis.
For those living in California, please click
here
for additional information.
About EY EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate‑related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry, which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.
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At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.
Opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, and to build relationships that will define your career.
In this role, you will be responsible for identifying and defining user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets. You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements.
Key Responsibilities
Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
Provide direction and feedback to team members, ensuring successful task completion.
Skills and Attributes for Success
Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including design, configuration/development, testing, and deployment phases.
Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
Build and foster client relationships and demonstrate the value of EY services.
Exercise excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
Provide guidance and industry‑leading practice expertise for ServiceNow ITOM/CMDB process implementations, including how specific business objectives can be met through process and technology transformation.
Analyze a company’s people, process, and technology capabilities; provide leading‑practice recommendations and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter experts.
Have experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
Qualifications
A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a related discipline.
Typically, no less than 4–6 years of relevant ServiceNow ITOM/CMDB project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of two of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – Data Foundations
ServiceNow Certified Implementation Specialist – Discovery
ServiceNow Certified Implementation Specialist – Event Management
ServiceNow Certified Implementation Specialist – Service Mapping
5+ years of Big 4 or equivalent consulting experience.
Excellent soft skills – executive communication (written/verbal), adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
Experience leading teams and supervising others.
A valid driver’s license in the U.S.
Ability to travel to meet client needs.
Ideally
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
ServiceNow Certified Implementation Specialist – ITSM, HAM, or SAM.
Experience with performance analytics and reporting; certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.
What We Offer You
We offer a comprehensive compensation and benefits package, based on performance. Base salary ranges for the U.S. vary by location (e.g., $142,600–$261,500 nationwide; $171,200–$297,200 for New York, Washington, and California excluding Sacramento).
Flexible benefits including medical, dental, pension, 401(k), and a wide range of paid time‑off options.
Hybrid work model: most external client‑serving roles work in person 40–60% of the time.
Under our flexible vacation policy, you decide how much vacation time you need, with additional paid holidays, winter/summer breaks, personal/family care, and other leaves of absence.
Are You Ready to Shape Your Future with Confidence? Apply today. EY accepts applications for this position on an ongoing basis.
For those living in California, please click
here
for additional information.
About EY EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.
EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate‑related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry, which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.
#J-18808-Ljbffr